Cleaners Shepherd's Bush Service Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are supplied by Cleaners Shepherd's Bush to residential and commercial customers within Shepherd's Bush and surrounding areas. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before requesting any service.

1. Definitions and Interpretation

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Customer means the individual, company or organisation who requests and purchases cleaning services from Cleaners Shepherd's Bush.

Company, we, us or our means Cleaners Shepherd's Bush, the provider of the cleaning services.

Services means any cleaning, waste handling or related services supplied by the Company to the Customer, whether one-off or recurring.

Premises means the property or location where the Services are to be carried out.

Cleaner means an employee, worker, subcontractor or representative engaged by the Company to perform the Services.

Booking means a confirmed arrangement for the supply of Services on a specified date, time and at an agreed Premises.

Contract means the legally binding agreement between the Customer and the Company for the supply of Services, comprising these Terms and Conditions and the details of the Booking.

2. Scope of Services

The Company offers domestic, commercial and end of tenancy cleaning services, as well as related cleaning tasks and light waste handling appropriate to such services. The exact scope of work will be described at the time of booking, including areas to be cleaned, frequency, and any additional services requested.

Any descriptions, checklists or examples of cleaning tasks provided by the Company are for guidance only and may vary depending on the condition and size of the Premises and the specific instructions agreed with the Customer.

The Company reserves the right to decline any job that, in its reasonable opinion, poses a risk to health and safety, involves hazardous materials, or falls outside the scope of normal cleaning services.

3. Booking Process

3.1 Bookings may be requested by the Customer through the Company’s accepted communication channels as notified by the Company from time to time. A Booking is only confirmed once the Company has accepted the request and provided written or verbal confirmation of the date, time, location, and estimated duration or scope of the Services.

3.2 The Customer must provide accurate and complete information when making a Booking, including the full address of the Premises, any access instructions, parking arrangements, and relevant details about the condition of the property.

3.3 The Company may request photographs or a brief description of the Premises to estimate the time required and the appropriate number of Cleaners. Any estimate given is not a guarantee and may be adjusted on-site if the actual condition differs significantly from the information provided.

3.4 The Customer is responsible for ensuring that someone is available to grant access to the Premises at the agreed time or that suitable access arrangements have been agreed in advance. If access is not available upon the Cleaner’s arrival, the Booking may be treated as a late cancellation, and charges may apply.

3.5 The Company reserves the right to refuse or cancel any Booking at its discretion, including where it believes the Premises may be unsafe, inaccessible, or where the Customer has previously breached these Terms and Conditions.

4. Customer Obligations

4.1 The Customer must provide the Company and its Cleaners with safe and reasonable access to the Premises, including any relevant keys, codes, or entry instructions.

4.2 The Customer must ensure that the Premises are free from hazards and that all necessary utilities, including water and electricity, are available and in safe working order during the Service.

4.3 The Customer agrees to secure or remove all valuable, fragile or irreplaceable items before the start of the Service. The Company will not be responsible for damage to items that are not adequately secured or that are defective or already damaged.

4.4 The Customer must inform the Company in advance of any specific instructions, restricted areas, alarm systems, security requirements, or special materials or surfaces that require particular care.

4.5 Where the Customer requests the use of their own cleaning products or equipment, they remain responsible for ensuring that such products and equipment are safe, suitable for the intended use and compliant with relevant health and safety regulations.

5. Payments and Charges

5.1 The price of the Services will be communicated to the Customer at the time of Booking and may be based on an hourly rate, a fixed fee, or a recurring service rate. Prices may vary depending on the size and condition of the Premises, the time required, and any additional tasks requested.

5.2 The Company may request advance payment or a deposit for certain Services, including but not limited to end of tenancy or deep cleaning. Any such requirement will be communicated to the Customer at the time of Booking.

5.3 Unless otherwise stated, payment is due on the day the Services are provided or in accordance with the agreed payment terms. The Company accepts the payment methods indicated by the Company from time to time.

5.4 If payment is not received by the due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate permitted under UK law and to suspend or cancel further Services until full payment is received.

5.5 All prices quoted are inclusive of standard cleaning materials and equipment supplied by the Company unless expressly agreed otherwise. Additional charges may apply for specialist products, equipment, or waste handling beyond normal household or office waste.

5.6 The Company may review and update its prices from time to time. Any price changes will not affect confirmed Bookings already accepted by the Company, except where the scope of work is altered by mutual agreement.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or reschedule a Booking by providing the notice period specified by the Company at the time of Booking. If sufficient notice is not provided, the Company may charge a late cancellation fee, typically based on a minimum call-out or a portion of the agreed fee.

6.2 Where the Customer fails to provide access to the Premises at the agreed time, or where the Cleaner is unable to carry out the Service due to circumstances within the Customer’s control, the Company may treat the Booking as cancelled by the Customer and apply the applicable cancellation charge.

6.3 The Company reserves the right to cancel or reschedule a Booking in the event of staff illness, operational difficulties, severe weather, or other circumstances beyond its reasonable control. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any loss or inconvenience caused by such cancellation or rescheduling.

6.4 For recurring services, either party may terminate the ongoing arrangement by giving reasonable notice as agreed at the outset of the service. Any outstanding fees for Services already rendered shall remain payable.

7. Service Standards and Complaints

7.1 The Company aims to deliver Services with reasonable care and skill and in accordance with industry standards for cleaning services in the UK.

7.2 If the Customer is dissatisfied with any aspect of the Service, they must inform the Company as soon as possible and, in any event, within a reasonable time after completion of the Service. Where appropriate, the Company may offer to return and rectify the issue, or provide a proportionate remedy at its discretion.

7.3 The Customer must allow the Company a reasonable opportunity to investigate and address any complaint. This may include providing details of the concern and, where relevant, photographs or access to the Premises.

7.4 The Company’s obligation to rectify any dissatisfaction is limited to the specific areas or items directly affected and does not extend to entirely re-performing the Service unless otherwise agreed.

8. Liability and Insurance

8.1 The Company will exercise reasonable care in the selection and supervision of its Cleaners and will maintain appropriate insurance cover in accordance with UK requirements for its operations.

8.2 The Company’s total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort, negligence, or otherwise, shall in all circumstances be limited to the amount paid or payable by the Customer for the specific Booking giving rise to the claim.

8.3 The Company shall not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, loss of opportunity, or loss of data, arising from the provision or non-provision of the Services.

8.4 The Company shall not be liable for any damage to items that are already damaged, defective, improperly installed, or not suitable for conventional cleaning methods. The Customer is responsible for notifying the Company of any such items or areas prior to the commencement of the Service.

8.5 The Company shall not be liable for any delay or failure in performing its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather conditions, power failures, public transport disruption, or emergencies in the local area.

8.6 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be limited or excluded under UK law.

9. Keys, Security and Access

9.1 If the Customer provides keys or access codes to the Company, the Company will take reasonable steps to keep these secure and use them solely for the purpose of providing the Services at the Premises.

9.2 The Customer is responsible for ensuring that any alarm systems are properly set and that necessary codes or instructions are provided to the Company to avoid false alarms or inability to access the Premises.

9.3 The Company will not be liable for any costs or damages arising from alarm activation, unless directly caused by the negligence of the Cleaner and where the Customer has provided full and accurate alarm instructions in advance.

10. Waste Regulations and Disposal

10.1 The Company will handle general household or office waste arising in the ordinary course of cleaning, such as dust, packaging, light rubbish, and similar non-hazardous material, in accordance with applicable UK waste regulations.

10.2 The Company is not licensed to transport or dispose of hazardous waste, clinical waste, builder’s rubble, large items of furniture, electrical appliances, or any material that requires special treatment or disposal permits. The Customer remains responsible for arranging appropriate collection and disposal of such items.

10.3 Where the Customer requests assistance with waste that exceeds normal household or office rubbish, additional charges may apply, and the Company may decline any request that would breach local or national waste management regulations.

10.4 The Customer must not request the Cleaner to dispose of waste in a manner that contravenes UK law or local waste regulations. The Company reserves the right to refuse any instruction that may result in fly-tipping, unlawful dumping, or improper separation of recyclable materials.

10.5 The Customer remains responsible for any fines, penalties or legal consequences arising from waste items that they instruct the Company to handle contrary to applicable regulations.

11. Health and Safety

11.1 The Company and its Cleaners will follow reasonable health and safety practices when providing the Services, including the safe use of cleaning products and equipment.

11.2 The Customer must inform the Company of any health and safety concerns at the Premises, including structural issues, infestations, presence of hazardous substances, or any other risks that might affect the delivery of the Services.

11.3 The Company reserves the right to withdraw its Cleaners from the Premises if they consider there to be a risk to their health or safety. In such cases, the Customer may still be charged for the Booking if the risk is due to circumstances within the Customer’s control.

12. Data Protection and Confidentiality

12.1 The Company will process personal data about the Customer in accordance with applicable UK data protection legislation. Personal information will be used solely for the purposes of managing Bookings, delivering the Services, handling payments, and responding to queries or complaints.

12.2 The Company will take reasonable steps to keep the Customer’s information secure and will not disclose it to third parties except where required for the performance of the Services, for legal or regulatory purposes, or with the Customer’s consent.

12.3 The Company and its Cleaners shall treat information about the Customer’s Premises and any personal or business matters observed in the course of providing the Services as confidential, and shall not use or disclose such information except as necessary for the proper performance of the Contract or as required by law.

13. Amendments to these Terms

13.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulatory requirements, or the Company’s business operations.

13.2 Any changes will be effective from the date they are published or otherwise communicated to the Customer and will not affect Bookings already confirmed unless the changes are required by law.

13.3 Continued use of the Services after any such changes have been notified will constitute acceptance of the updated Terms and Conditions.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

14.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall, to the extent required, be deemed deleted, and the remaining provisions shall continue in full force and effect.

15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

15.3 The Customer may not assign or transfer their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary for the provision of the Services.

15.4 These Terms and Conditions, together with the details of the Booking, constitute the entire agreement between the parties in relation to the Services and supersede any previous agreements, understandings or arrangements, whether oral or written.